Patient Administrative Specialist III, BMT-CT

Stanford Health Care•Stanford, CA

20d•$35 - $39•Hybrid

About The Position

The Patient Administrative Specialist III (PAS) handles new-patient coordination, surgery scheduling, and other front-office functions in an outpatient clinical setting, supporting administrative tasks related to daily clinic operations. This level requires proficiency in Level II skills and consistent, accurate, timely performance at a master level in at least one service-line-specific function. The role also includes welcoming and orienting new PAS staff members. The position is based in the BMT Clinic at Stanford Health Care in Palo Alto and follows a hybrid schedule: Monday through Friday, eight-hour days, with four onsite days and one remote day. There is no call and no weekend work. The role requires at least three years of related healthcare experience. A high school diploma or GED is required; an associate or bachelor's degree in a health-related field is preferred.

Requirements

High school diploma or GED.
At least three years of related healthcare experience, including external experience.
Knowledge of Windows-based office software, computers, and operating systems.
Moderate knowledge of medical terminology.
Strong written and verbal/phone communication skills.
Phone skills, including familiarity with complex or multiline phone systems.
Strong time-management and organizational skills.
Ability to solve problems and manage multiple priorities.
Ability to actively listen to patients and colleagues and communicate with sensitivity, compassion, and professionalism.
Ability to adjust communication to the receiver's needs and level of understanding.
Ability to remain calm in stressful situations.
Ability to provide exemplary customer service and act as a liaison between the front and back office.
Ability to acquire and develop departmental expertise.
Ability to plan, prioritize, and organize work independently, with attention to detail and deadlines.

Nice To Haves

Associate degree or bachelor's degree in a health-related field from an accredited college or university.

Responsibilities

Greet patients; complete registration check-in and check-out; verify insurance information; and assist with complex appointment, authorization, payment, billing, and scheduling questions.
Identify and resolve complex patient escalations, provide service recovery when appropriate, and escalate issues through clinic-specific pathways with a proposed resolution plan.
Track and manage incoming referrals and schedule appointments promptly in accordance with scheduling instructions, referral guidelines, and insurance eligibility.
Handle a significant volume of inbound and outbound patient calls, route messages, and manage patient correspondence.
Manage faxes, mail, and files; maintain databases; process forms; and use phone and electronic medical record systems.
Welcome and orient new PAS staff members to best practices.
Communicate professionally with PAS staff, medical center and clinic staff, physicians, and patients.
Communicate scheduling preferences and urgent needs to providers.
Demonstrate master-level accuracy, timeliness, and problem-solving or process-improvement skills in at least one specialty function: insurance verification, authorization and external-facility care coordination; provider template creation, editing, and management; medication prior authorization; specialized data collection and coordination; cross-training to support multiple providers, services, or departments; or new-patient coordination.
Coordinate administrative work in accordance with Stanford Health Care's C-I-CARE patient and family experience principles.